We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4777 results
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Decision Reference DRN-3447970
27 Apr 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3447970 The complaint Mr B and his wife Miss M complain that Acromas Insurance Company Limited mishandled a claim on his motor insurance policy. Where I refer to Acromas, I include claims-handlers and others insofar as I hold Acromas responsible for their acts or omissions. What happen... (5 pages)View decision -
Decision Reference DRN1786524
15 Dec 2016 National Westminster Bank Plc Not upheldBanking and creditMiss S has complained that National Westminster Bank Plc (“NatWest”) mis-sold an Advantage Gold packaged bank account to her in 2000. Miss S’ Advantage Gold account was switched to a Select Platinum one in 2015 as NatWest discontinued the Advantage Gold account at th... (4 pages)View decision -
Decision Reference DRN-2349935
11 Jan 2021 MotoNovo Finance Limited UpheldConsumer CreditDRN-2349935 The complaint Mr P complains that a hire purchase agreement for a car via MotoNovo Finance Limited was mishandled, leading to him suffering financial loss and inconvenience. What happened In November 2019, Mr P arranged to purchase a car via a three-year hire purchase agreement... (4 pages)View decision -
Decision Reference DRN-2696415
19 Mar 2021 esure Insurance Limited Not upheldInsuranceDRN-2696415 The complaint Miss S complains that esure Insurance Limited (esure) has both undervalued her vehicle and proportionately settled her claim after her vehicle was written off in an accident. What happened Miss S took out a motor insurance policy with esure t... (4 pages)View decision -
Decision Reference DRN-5869582
16 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5869582 The complaint R complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. One of R’s directors, whom I’ll refer to as ‘Mr G’, referred the complaint to this service on behalf of R. What happen... (5 pages)View decision -
Decision Reference DRN-4601282
29 Mar 2024 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4601282 The complaint Mr C has complained that Barclays Bank Plc (‘Barclays’) unduly delayed the transfer of his pension to Aviva. Mr C has stated that during these delays changes to investment values meant that financial losses were incurred. What happened The chain of events in this ... (5 pages)View decision -
Decision Reference DRN6960852
3 Mar 2020 Arnold Clark Automobiles Limited Not upheldBanking and creditMiss R complains that a hire purchase agreement, under which a car was supplied to her, was mis-sold to her by Arnold Clark Automobiles Limited. backgroundA new car was supplied to Miss R under a hire purchase agreement with a finance provider that she signed in April 2018. She complained ... (4 pages)View decision -
Decision Reference DRN-5446276
14 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5446276 The complaint Miss W complains about how U K Insurance Limited trading as Direct Line (Direct Line).dealt with a claim under her motor insurance policy, deeming liability to be a 50:50 split. Miss W maintains she wasn’t at fault and is also unhappy at the service from Direct... (4 pages)View decision -
Decision Reference DRN-5044016
10 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5044016 The complaint Mr and Mrs S complained about a letter they received from Bank of Scotland plc trading as Halifax, when their mortgage was paid off. That letter said because they live in Scotland, they should pay a lawyer to complete the removal of Halifax’s charge on their pr... (4 pages)View decision -
Decision Reference DRN-3137963
10 Nov 2021 Easi-Drive Limited Not upheldClaims ManagementDRN-3137963 The complaint Mrs A is unhappy about the way Easi-Drive Limited handled her claim after she was involved in a road traffic accident that she said wasn’t her fault. Mrs A has been represented by her husband, Mr A in this complaint. But for ease of reading I’ve only referred to M... (4 pages)View decision